Job Description
Join HGS Offshore Staffing Solutions as a Customer Service Representative and become the voice of a global brand right here in Cebu City. In this on-site role, you will be the first point of contact for customers seeking assistance via phone, live chat, and email. Your empathy, problem-solving skills, and professional communication will ensure every interaction leaves a positive impression.
You will handle a variety of inbound enquiries—from product inquiries and account support to technical troubleshooting—while occasionally reaching out to customers for account updates or follow-ups. We provide comprehensive paid training, a supportive team environment, and clear career progression paths. If you enjoy helping others and thrive in a fast-paced call centre setting, this is your opportunity to grow with a leading BPO company.
Bring your excellent English communication skills, a customer-first mindset, and a willingness to learn. We welcome fresh graduates and experienced professionals alike. On-site work in Cebu means you’ll collaborate closely with your team, access mentorship, and enjoy a vibrant office culture.
Responsibilities
- Respond promptly and professionally to inbound customer enquiries via phone, live chat, and email
- Resolve customer issues, complaints, and service requests with empathy and accuracy
- Provide product information, account updates, and basic technical support
- Assist with outbound activities such as proactive account updates and follow-ups
- Document all interactions in the CRM system to maintain accurate records
- Meet or exceed key performance indicators (KPIs) including customer satisfaction, response time, and first-call resolution
- Collaborate with team members and supervisors to improve service quality
- Stay updated on product knowledge, policies, and procedures through ongoing training
Qualifications
- At least a high school diploma or equivalent; college graduates are preferred
- Excellent verbal and written communication skills in English
- Customer service or call centre experience is an advantage but not required
- Strong active listening and problem-solving abilities
- Ability to handle multiple tasks and navigate computer applications efficiently
- Willingness to work on-site in Cebu and adhere to a shifting schedule (including weekends and holidays)
- Positive attitude, patience, and a genuine desire to help others
- Fresh graduates are highly encouraged to apply